PERSPECTIVES:

Luis Villa

Strategy Director, Fjord

Video transcript

Fjord Trends 2016: An

introduction

Trends is an exercise we do at

Fjord, and all the teams get

together and share our

experiences across different

countries, different studios, and

different people working with

different industries.

And what we do is to try and

identify what is relevant within

this big wave of changes that are

coming.

So we have this sort of radar at all

times that is detecting what is

happening in the market globally.

We distill this into 10 trends that

we think could be relevant for the

next year.

This is the eighth addition of Fjord

trends. And it goes very well

because it opens a lot of

interesting conversations with

clients, and helps us to think and

then see their businesses in a

different way.

So the idea of what’s happening

now is like a mega trend, and I’m

very happy to see this because it

looks like the more digital means

the more human.

The main megatrend is that the

architecture of the business used

to define the customer

experience. Now there is a

change, and that change is that

the customer experience is

defining the architecture of the

business.

There are a lot of conversations

now about how to humanize the

experiences, how to humanize the

workplace, how to provide people

with the right tools at the right

moments, and thinking about

quality of life, thinking about

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productivity. Thinking in an

emotional way, not only in a

transactional or quantitative way.

But now what is happening is that

the companies are starting from

the basics—if you don’t have

clients, you don’t have a business.

And now, from the customer

experience companies are

redefining the organization and

the processes. They are breaking

siloes, they are getting a lot of

information together and the

ways of working and designing

services are changing a lot.

Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.